Service Quality at five star hotels in Aqaba City from foreign tourists' perception | ||
| Journal of Association of Arab Universities for Tourism and Hospitality | ||
| Article 24, Volume 13, Issue 1, 2016, Pages 53-62 PDF (430.06 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/jaauth.2016.49887 | ||
| Author | ||
| Hakam Salem Shatnawi | ||
| Department of Hotel Management - Yarmouk University - Jordon | ||
| Abstract | ||
| This study aimed to examine the service quality of the five star hotels in the Aqaba city (South of Jordan) through identifying the differences between the perceptions of foreign tourists staying in these hotels and their expectations for the level of services provided to them. Thus, 215 questionnaires were distributed randomly to tourists and the questionnaires were used to measure the differences between the perceptions and expectations of the study sample. The results indicate that the Empathy and Assurance have a negative significant effect on the Empathy (0.44) and (0.06-) for the Assurance. The results also showed the differences of tourists' measurement for the service quality and their variables reached (0.02-) and there was a limited negative gap in the level of service quality with what the tourists’ expected forms the five star hotels in the Aqaba City. The study recommends the management of five star hotels of the Aqaba city give more concern to the Empathy and Assurance variables to improve the level of service quality for tourists' satisfaction | ||
| Keywords | ||
| Jordan; Aqaba; Service quality; tourism; Hotels | ||
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